Service & Operations Executive - Lagenda Heights

Job Purpose

• Responsible for processing and handling day‑to‑day transactions of the branch as well as ensuring service quality standards in the branch are met in line with the Bank’s strategic objectives.
• Responsible as relief in absent of Service & Operations Manager (SOM).
• Responsible as Chief Cashier / Relief Chief Cashier in the branch to manage daily branch’s cash holdings, balancing, loading of Self‑Service‑Terminals (SST) and transactions.
• Responsible for handling and supporting first‑line resolution of enquires and complaints.
• Support the Service & Operations Manager (SOM) in driving branch business growth, monitoring asset quality and maintaining service delivery standards.

Key Responsibilities

Interact with customers to provide and process information in response to customers inquiries, concerns and request about the Bank products and services which include and not limited to :

Manage all cash transactions of the branch, which include and not limited to :

Perform various tasks at the counter whereby the main counter transactions involve receiving payments in the form of cash or cheques from customers, paying out cash to customers from their accounts in accordance to the standard operating procedures / policies / guidelines including but not limited to :

Attempt to resolve issues and problems with regards to customer's account.

Resolve customer issues by analyzing the problem and offer timely, relevant and logical solutions to various issues faced by customers with regards to customer's account, transaction related and other banking related matters. Seek and utilize all available resources and alternatives when faced with difficulties and challenges beyond the work scope.

Engage customers by introducing and recommending various Bank’s products and services that are relevant to their needs including but not limited to :

Learn and familiarize yourself with various products and services that the Bank offers.

Comply with the Bank’s and Regulatory standard operating procedures / policies / guidelines including but not limited to :

Record all transactions promptly, accurately and in compliance with Bank’s procedures.

To support the Service & Operations Manager and Branch Manager / PB Hub Manager in ensuring regulatory compliance, making every effort to enhance the image of the Bank and representing the Bank in the community. This is to be read in tandem with incumbent’s job objectives.

NOTE : Job Descriptions are subject to change at the discretion of Group Human Resource and / or the relevant Business Unit / Department as required.

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